IT Brief New Zealand logo
Technology news for New Zealand's largest enterprises
Story image

Skykick announces upgrade to address over 2000 hours of lost time for ITSPs

By Ryan Morris-Reade
Fri 14 May 2021
FYI, this story is more than a year old

Information technology service providers are losing thousands of hours every year due to needless cloud administration, according to SkyKick.

SkyKick, a global provider of cloud automation and management software for ITSPs, has announced major upgrades to its Cloud Manager product that it says will further help ITSPs to navigate complex SMB cloud management. 

The company says its new Cloud Manager release has been designed to provide more ways for partners to automate, manage, and secure cloud customers, aiming to help global ITSPs as they navigate an estimated 500 million labour hours of IT administration annually.

SkyKick says that as SMBs continue to adopt and use SaaS applications, ITSPs worldwide are contending with mounting challenges related to managing and securing their customer’s cloud applications and infrastructure.

In a study by SkyKick, over 500 ITSPs found that routine help desk tasks can take up more than 2000 hours each year and that 70% of tickets come from three main areas that can be automated, email and mailbox management, user access and password resets, and managing users and groups. 

“With 46% of tickets getting escalated to senior engineers, increased automation is essential to avoid negative impacts to the customer experience,” says SkyKick co-CEO, Todd Schwartz.

“ITSPs are consequently placing a high priority on improving help desk performance and more efficiently managing cloud administration tasks and workflows.

“When the cloud emerged just over a decade ago, the IT Service Provider landscape changed forever. With the proliferation of SaaS and cloud, we’re entering the age of cloud management for ITSPs, which has intensified the need for automation to help them better support customers, secure cloud infrastructures, and continually improve operational efficiency,” he says.

As SMBs continue to adopt cloud and remote work solutions, cloud-based communication tools are increasingly in demand. Gartner predicts that by 2024, 74% of new unified communications licences will be cloud-based, up from 48% in 2019.

Microsoft Teams has seen more than 400% growth in users with IT partners able to access significant margins for positions under management, SkyKick says studies show that 45% of ITSPs often try to avoid managing teams and other applications due to concerns of technology and business readiness.  

It says Cloud Manager automation helps ITSPs manage this opportunity through more repeatable deployments, and with tools that empower help desk staff to assess activity and drive Teams adoption.

The new release also focuses on security, with SkyKick saying ITSPs are contending with difficult cloud security scenarios for themselves and their customers, while also trying to manage security across multiple cloud services. 

According to SkyKick, 86% of SMBs say that cybersecurity is one of their top five priorities and 91% of SMB customers report that they would use an ITSP if it offered the right security solutions. It says while ITSPs understand the need to address growing security needs is very important, they are also finding that implementing effective and scalable programs is not a simple process.  

SkyKick says IT partners need solutions that help them strengthen Microsoft 365 security and that using automation can help achieve standardisation, perform assessments, and allow them to effectively monitor and remediate security gaps. 

“We built Cloud Manager to help ITSPs navigate the challenges and opportunities of the age of cloud management, particularly concerning supporting customers, maintaining margins and optimising operations,” says SkyKick co-CEO, Evan Richman. 

“These upgrades provide significant help desk automation and security and revenue opportunities, to help ITSPs create new growth opportunities for value-added services and to serve customers better.”

 


 

Related stories
Top stories
Story image
Amazon Web Services / AWS
Zscaler, AWS accelerate onramp to the cloud with zero trust
Zscaler has announced an extension to its relationship with Amazon Web Services, as well as innovations built on Zscaler's Zero Trust architecture.
Story image
Cybersecurity
Aqua Security, CIS create software supply chain security guide
Aqua Securityand the Center for Internet Security have together released the industry’s first formal guidelines for software supply chain security.
Story image
Cybersecurity
Threat actors ramp up their social engineering attacks
As people get better at identifying potential threats in their inbox, threat actors must evolve their methods. Their new M.O? Social engineering.
Story image
Commerce Commission
ComCom puts electronics sector on notice over resale price maintenance
The Commerce Commission has concluded an investigation into allegations that television manufacturers were engaging in illegal resale price maintenance.
Story image
Partnerships
Microsoft expands APAC Enabler Mentorship Program
"Mentors are the key to success for every professional. A good mentor is a coach, a guide, as well as a vocal advocate."
Story image
Orbital Insight
Orbital Insight solution set to drive better data-driven decisions
The company says the new Site Intelligence solution will provide granular visibility, behaviour analytics and deep insights about customers and competitors at any location. 
Story image
SaaS
Varonis strengthens security capabilities for AWS and S3
Varonis has strengthened and expanded its cloud and security capabilities, with a critical aim of improving safety and boosting data visibility in Amazon Simple Storage Service (S3).
Story image
Contact Centre
Customer service agents don't want to return to contact centres
A new report has revealed that 85% of customer service agents want to work full-time at home and not return to contact centre offices.
Story image
Manufacturing
Sternum joins NXP, collaborates on IoT security and observability
Sternum has announced it has joined the software partner community of NXP Semiconductors, a manufacturer of and large marketplace for embedded controllers.
Story image
Market growth
Salesforce unveils new offerings for consumer goods companies
Salesforce has announced new products for consumer goods companies to help brands navigate increasing market complexity more easily.
Story image
CRM
Microsoft launches app for modern selling experience
The new release is designed to enhance CRM systems with customer engagement data from Microsoft 365 and Microsoft Teams.
Story image
F5 Networks
Telstra, F5 team up to bolster services and solutions
“This partnership demonstrates our ongoing investment into APAC as we continue delivering high value services and solutions to our partners and customers."
Story image
Electricity
Canstar finds Flick Electric NZ’s favourite provider
Canstar’s annual research to find New Zealand’s favourite electricity provider reveals Flick Electric has come out on top.
Story image
SaaS
Sealord partners with Infor to improve sustainability
Sealord has chosen Infor as a strategic partner to implement an operational cloud-based platform that provides day-one functionality and sustainability gains.
Story image
Dark web
Cybercrime in Aotearoa: How does New Zealand law define it?
‘Cybercrime’ is a term we hear all the time, but what exactly is it, and how does New Zealand define it in legal terms?
Story image
Sustainability
Schneider Electric ups the ante on sustainability strategy
"We've made some progress but to avoid a major energy challenge, all data centres - including distributed edge data centres - must be more sustainable."
Story image
Testing
Video: 10 Minute IT Jams - An update from Tricentis
Tricentis provides software testing automation, and software quality assurance products for enterprise software.
Story image
Tech job moves
Tech job moves - Boomi, Limepay, Thales, VMware & Zoom
We round up all job appointments from June 6-16, 2022, in one place to keep you updated with the latest from across the tech industries.
Story image
DNS
DigiCert acquires DNS Made Easy and affiliated brands
Greg Clark comments, says, "This combination enhances the security of certificate validation and enables the automation of future validations."
Story image
API
Industry-first comprehensive risk-based API security enhances protection
Application Programming Interfaces (APIs) have become a crucial part of operating web and mobile application businesses and are causing significant economic growth in the digital sector.
Story image
Collaboration
IT and security team collaboration crucial to data security
Many IT and security decision makers are not collaborating as effectively as possible to address growing cyber threats.
Story image
Training
Employers look to hire inexperienced coders due to skills shortage
"Even inexperienced workers without prior qualifications or experience had managed to pivot to new roles in coding as long as they are willing to upskill."
Story image
Cybersecurity
Ingram Micro launches vendor-backed security program
Ingram Micro has unveiled a new program intended to give resellers the effective offerings their customers need to stay safe in the evolving threat landscape.
Story image
trust
Consumers want personalisation, but don't trust brands with their data
Customers expect personalisation during every brand interaction but they don't trust brands to keep their personal data secure and to use it responsibly. 
Story image
10 Minute IT Jams
Video: 10 Minute IT Jams - An update from Rimini Street
Today we welcome back Daniel Benad, who is the GVP & regional GM for Oceania at Rimini Street.
Story image
PagerDuty
Ready for anything with the PagerDuty Operations Cloud
In a world of digital everything, teams face increasing complexity. Ever-growing dependencies across systems and processes put customer and employee experience, not to mention revenue, at risk.
Story image
Disaster Recovery
Eaton provides business continuity with disaster avoidance application
Many SMBs often struggle with problems relating to UPS and IT assets due to the sheer amount of time and resources required to run effectively. 
Story image
Robotic Process Automation / RPA
rapidMATION helps Coates achieve success with landmark RPA solution
A strong Robotic Process Automation solution (RPA) can help solve many complex issues that businesses face daily. 
Story image
Cybersecurity
Significant security concerns resulting from open source software ubiquity
"The risk is real, and the industry must work closely together in order to move away from poor open source or software supply chain security practices."
Story image
Healthcare
Workday winning on culture and family focus
This family-first approach sees all employees receive access to family-wide private healthcare cover, as well as income protection and life insurance policies.
Story image
Entelar
How TruSens air purifiers can create healthier workspaces
The pandemic has heightened our awareness of our own and others’ health, and made us all much more conscious of the environments we work in.
Story image
Infrastructure
VMware wins Google Cloud partner award for infrastructure modernisation
The cloud computing and virtualisation company was recognised for its achievements as part of the Google Cloud ecosystem.
Story image
N4L
N4L, Spark, Chorus partner for Hyperfibre school upgrade
Networks for Learning (N4L) has partnered with Spark and Chorus to upgrade Wellington College to Hyperfibre, fostering stronger outcomes for students and teachers.
Story image
Digital Transformation
Apptio adds portfolio enhancements to promote digital strategy
"While digitalisation creates opportunities, it also makes budgeting far more complex, leading many companies to waste substantial funds."
Story image
Hybrid workforce
Why hybrid working is here to stay and how to ace it
Citrix's new report reveals hybrid workers are more productive and engaged at work than their office and completely remote counterparts.
Story image
Artificial Intelligence
Salesforce harnesses automated solutions with new developments
Salesforce has launched Sales Cloud Unlimited, a new feature to help accelerate productivity with AI and automation.
Story image
eInvoicing
Airwallex, Xero extend partnership with easier invoice payments
Airwallex has extended its long-term partnership with Xero by releasing a new payment link integration for Xero invoices that will make receiving them easier and faster for Australian businesses.
Story image
Digital Transformation
Cybersecurity priorities for digital leaders navigating digital transformation
In recent years, Asia-Pacific has especially been a hotspot for cyberattacks, and as we continue into 2022, it’s evident that the problem is becoming more significant.
Story image
Network Security
Netskope announces zero trust network access updates
Customers can now apply zero trust principles across a range of hybrid work security needs, including SaaS, IaaS, private applications, and endpoint devices.
Story image
Secure access service edge / SASE
Cloudflare adds new capabilities to zero trust SASE platform
New features for Cloudflare One include email security protection, data loss prevention tools, cloud access security broker, and private network discovery.
Story image
Microsoft
Volpara, Microsoft project to detect cardiovascular issues
Volpara Health Technologies is working with Microsoft on a research and development project to speed up creating a product that detects and quantifies breast arterial calcifications (BACs).
Story image
Cybersecurity
Why is NZ lagging behind the world in cybersecurity?
A recent report by TUANZ has revealed that we are ranked 56th in the world when it comes to cybersecurity - a look into why we're so behind and what needs to be done.
Story image
B2B
Corpay partners with supply chain platform PracBiz Exchange
Corpay's new partnership with PracBiz’s allows more than 4000 B2B suppliers on the latter's platform to use Corpay's global payments services.
Story image
Citrix
The best ways to attract young talent during labour shortages
New research from Citrix reveals hybrid working and ventures into the metaverse are top of mind for Gen Z workers.